Customer Service Representative; Order Processing Specialist

SUMMARY

Vie-Del is a major producer of concentrates from grapes and other fruits, brandy, spirits, and wines. We are currently seeking talented candidates to join the Vie-Del Family. We offer a competitive salary and an excellent benefits package in an employee‑friendly and rewarding environment.

• Cover Customer Service Department phone lines to write phone orders, answer customer inquiries, record complaints and sell additional products that may meet customers’ needs.
• Edit orders received by fax, mail or email for product name, price, nomenclature, terms, conditions and link to any agreement with any existing contracts.
• Compare to previous orders shipped to that particular customer.
• Input order onto the Telephone Order Pad and enter data into the computer.
• Submit shipping instructions, release empty rail cars and file claims with the railroad online.
• Keep appropriate personnel, including the company President, advised of customer orders, complaints, product requests and other relevant information via computer reports, memos and verbal contact when necessary.
• Keep customer advised of shipping date, anticipated delays, and any additional information needed by customer.
• Plan and direct the activity involved in the movement of inbound and outbound freight.
• Negotiate and receive freight quotes and ensure timely delivery and receipt of goods.
• Approve incoming freight bills and all UPS and Fed‑Ex charges for customers and/or employees.
• Review account receivable and customer payment history to:
  • Ensure product is not shipped to customers with overdue accounts without company President’s approval.
  • Verify that payment terms offered to the customer remain appropriate.
  • Contact past‑due accounts for payment status.
  • Deduct incoming payments on weekly Accounts Receivable report.
• Confer with production, sales, shipping, warehousing, or common carrier personnel to schedule and expedite shipments or trace missing or delayed shipments, including:
  • Recommending type of packaging or labeling needed for order.
  • Follow up on orders to ensure delivery by specified dates.
  • Process all necessary documentation for export shipments, ensuring a smooth flow of goods through customs.
• Prepare sales invoice computing price and shipping charge, prepare additional forms required by customer, such as Certificates of Analysis (COA) or Country of Origin and email all required documentation to customer.
• Receive and research customer complaints.
• Prepare shipping orders, bills of lading, etc., and route order to shipping department.
• Prepare Export papers & email to customers, Customs and carrier.
• Prepare sample request and forward to lab for shipping.
• Contact customer for sample approval.
• Notify Quality Control, Shipping and Production Departments when approved.
• Maintain files of order documentation, invoices, freight rates, correspondence, etc.
• Compile statistics and prepare various reports as directed by management.
• Verify carrier has current Certificates of Insurance on record naming Vie‑Del Company as additional insured.
• Perform all other duties associated with Customer Service.
• Log shipments off customer contracts.
• Prepare daily and weekly inventory, daily shipping schedules.
• Perform other duties which may be assigned by the President.
• The company reserves the right at any time, with or without notice, to change this job description, reassign or transfer the employee to another position, or alter or assign additional job responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Requires excellent verbal and written communication skills, as well as excellent organizational skills. Ability to type and enter on a personal computer, 10‑key by touch. Experience with Windows, Microsoft Word, and Excel is preferred.

• Education and Experience:
  
  High School diploma or GED. AA Degree or equivalent preferred and/or two years related experience. Proficiency using Microsoft Word, Excel, and other computer applications is desirable.
• English Language
  
  Skills:
  
  Ability to read, interpret…